Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Computerlanguagessystems
Timeline
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Whyeethia Respress

McDonough,Ga.

Summary

Highly skilled and enthusiastic professional with more than 11 years of experience managing operations in patient-centric medical environments. Successfully oversee multidisciplinary teams, budgeting, supply management and patient services. Develop and lead productive and efficient Patient Access teams. Contribute to high-volume hospital settings by providing exceptional leadership.

Overview

24
24
years of professional experience
1
1
Certification

Work History

PATIENT ACCESS DIRECTOR

Piedmont Healthcare
08.2023 - Current
  • Lead Patient Access Functions for 310 License Bed Facility which includes 24-HR Emergency Department, Surgical Services, OP Radiology (Onsite & Offsite), Laboratory, Women’s Center, Labor & Delivery, Cardiac Rehab, Cath Lab, Cardio Vascular Institute, Wound Care, and Wellness Center (Offsite); 2 Direct Reports, 55 Indirect Reports
  • Leads and participates in hospital-based implementation and integrations by coordinating with cross functional departments, peer leaders, and stakeholders
  • Works positively with hospital CFO to discuss efficient operation flows, and proactively address cash-flow and denial opportunities
  • Maintain compliance with all relevant healthcare regulations, conducting periodic audits to identify areas for improvement.
  • Oversee patient financial counseling services, ensuring patients received timely information about their out-of-pocket expenses and available payment options or assistance programs.
  • Enhance staff productivity by implementing efficient scheduling and workload distribution strategies.
  • Promote a culture of continuous improvement, leading numerous process optimization initiatives that improve overall department efficiency.
  • Reduce denied claims by ensuring thorough insurance verification and pre-authorization procedures are followed by staff members.
  • Establish key performance indicators, monitoring progress and implementing corrective actions when necessary.
  • Collaborate with clinical departments to optimize patient flow and reduce bottlenecks in service delivery.
  • Improve patient satisfaction by streamlining registration processes and reducing wait times.
  • Conduct regular performance evaluations for staff members, providing constructive feedback and identifying opportunities for growth or skill development.
  • Increase employee engagement through regular communication, feedback sessions, and recognition programs.
  • Manage a diverse team of Patient Access professionals, fostering an inclusive and supportive work environment that promoted collaboration and high-quality service delivery.
  • Champion the integration of cutting-edge technology solutions to further enhance departmental efficiency and accuracy in data collection tasks.
  • Recruit, hire and providing indirect and direct supervision, ongoing staff development and continuing education to employees.
  • Develop and update policies and standard operating procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Promote leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Successfully manages department budget by reviewing the EPSI report to compare projected productivity to actual productivity.

Prior Authorizations Manager

Wellstar Heath System
11.2022 - 07.2023
  • Member of “Denials Task Force” to decrease denials, increase cash flows, and assist various departments with accurate patient registrations by optimizing our QA tool, establishing standardized processes, and re-education of workflows to team members.
  • Ensured quality and driven resolution of initiatives which impact the overall health of the Revenue Cycle.
  • Monitored Prior Authorization completions prior to scheduled services using the Department Appointment Report in Epic and Work Queues for 9 hospitals, 5 health parks, and Wellstar Medical Groups.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Defined clear targets and objectives and communicated to other team members.

Patient Access Manager

WellStar Atlanta Medical Center
08.2016 - 11.2022
  • Developed, planned, organized, and implemented strategies to minimize bad debt, improve cash flow, and supervised the overall health of the revenue cycle
  • Ensured compliance with Medicare, Medicaid, Third Party billing as well as maintain Joint Commission and State standards
  • Created and implemented new workflows for PA teams which improved productivity, pre-registration, authorizations, collections, and a decrease in wait times
  • Consistently met and exceeded patient experience 70th percentile ranking and goal of 81.9% for Outpatient Services and increased ED patient experience scores by 23% within 90 days.
  • Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
  • Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.
  • Collaborated with cross-functional teams to address challenges related to patient access operations, fostering an environment of continuous improvement and innovation.
  • Spearheaded initiatives aimed at reducing denials due to eligibility or authorization issues through proactive payer outreach and improved documentation processes.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.

Patient Access Supervisor

Conifer Health Solutions LLC
05.2014 - 08.2016
  • Supervised the day-to-day activities of multiple departments as it relates to Patient Access (Emergency Department, Outpatient Service, Pre-Authorization, and PAS Cashier)
  • Created and implemented “New Hire Training Checklist” which improved onboarding process and new team member experience
  • Performed daily audits which increased PAI/QA scores from 65% to 92%
  • Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
  • Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
  • Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
  • Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
  • Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
  • Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
  • Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.

Ambulatory Patient Access Supervisor

DeKalb Medical North Decatur
02.2013 - 04.2014
  • Supervised the day-to-day activities of the Outpatient Ambulatory Surgery Department
  • Created and implemented “Above and Beyond Customer Service Template” which increased Press Ganey Customer Service scores from 76.9% to over 91%
  • Created and implemented “Surgical Ambulatory and Breast Center Training Manual and Check Off List”
  • Kronos Timekeeper.
  • Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
  • Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
  • Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
  • Implemented cross-functional initiatives to improve overall efficiency of the ambulatory care setting, enhancing operational workflows.
  • Participated in interdepartmental committees to address system-wide challenges and develop solutions for the betterment of patient care.


Patient Access Team Lead

Conifer Health Solutions LLC
09.2006 - 02.2013
  • Provided guidance to team members of a Level II Trauma Center, Labor & Delivery, and Bed Control
  • Redirected team members according to patient volume and staffing needs
  • Performed daily audits which improved QA scores from 84% to >95%
  • Trained new hires.
  • Streamlined patient registration process by implementing efficient workflows and reducing wait times.
  • Managed staff schedules effectively, balancing workloads while ensuring proper coverage during peak hours, resulting in better patient experiences.
  • Reduced errors in insurance verification by implementing thorough checks on coverage details and eligibility.
  • Provided ongoing support and guidance to team members, promoting professional growth opportunities within the organization.

Patient Access Rep II

Atlanta Medical Center
02.2004 - 09.2006
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Completed account registrations via STAR and verified insurance eligibility and benefits using Rev Runner, Passport, Med Asset, and other web portals

CUSTOMER SERVICE MANAGER

WAYFIELD FOODS INC.
09.2000 - 09.2003
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Followed through with client requests to resolve problems.
  • Increased team productivity by providing ongoing training and support to customer service representatives.
  • Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
  • Reduced customer complaints, proactively addressing issues and implementing effective solutions.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.

Education

Master's - Human Services

Mercer University
12.2023

Bachelor of Science - Healthcare Leadership

Mercer University
05.2021

Skills

Healthcare management

Staff Development

Revenue Cycle Management

Effective written and verbal communication

Effective problem solving

Adaptability and Flexibility

Decision-Making

Operational Efficiency

Interpersonal Skills

Analytical Thinking

Multidisciplinary team collaboration

Epic Systems

Certification

  • Certified Healthcare Access Manager (Cham))
  • Certified Specialist Accounting and Finance (CSAF)
  • Certified Revenue Cycle Representative (crcr)
  • Lean Six Sigma Green Belt (LSSGB)

Accomplishments

  • Awarded "Wellstar Trusted Leader" 2019
  • Great Places to Work Score 91

Computerlanguagessystems

  • Epic
  • Cerner
  • STAR
  • Allscripts
  • SCI
  • PAI
  • Kronos
  • ICIMS
  • Press Ganey
  • NRC
  • Experian
  • Tableau
  • EPSI
  • Passport OneSource
  • Waystar
  • Rev Runner
  • Availity
  • Care Pricer
  • Citrix
  • Microsoft Office (Excel, Outlook, PowerPoint, Word, TEAMS)

Timeline

PATIENT ACCESS DIRECTOR

Piedmont Healthcare
08.2023 - Current

Prior Authorizations Manager

Wellstar Heath System
11.2022 - 07.2023

Patient Access Manager

WellStar Atlanta Medical Center
08.2016 - 11.2022

Patient Access Supervisor

Conifer Health Solutions LLC
05.2014 - 08.2016

Ambulatory Patient Access Supervisor

DeKalb Medical North Decatur
02.2013 - 04.2014

Patient Access Team Lead

Conifer Health Solutions LLC
09.2006 - 02.2013

Patient Access Rep II

Atlanta Medical Center
02.2004 - 09.2006

CUSTOMER SERVICE MANAGER

WAYFIELD FOODS INC.
09.2000 - 09.2003

Master's - Human Services

Mercer University

Bachelor of Science - Healthcare Leadership

Mercer University

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Whyeethia Respress